Technical Writer, Content Strategist

This is a fully remote position, open to applicants in United States.

📋 Description

• Create and uphold help center articles for new features in Zendesk by utilizing staging environments and working collaboratively with product owners, designers, and developers as necessary.

• Generate release announcements and in-app messaging that effectively translate technical modifications into clear, user-friendly language.

• Anticipate documentation requirements by examining sprint plans, grooming notes, and product updates.

• Enhance and refine existing documentation by minimizing redundancy, improving structure, and retiring obsolete content.

• Develop and oversee Pendo in-app guides, tooltips, and walkthroughs that complement help center materials.

• Evaluate the current brand voice and content across products and the help center, pinpointing gaps and offering recommendations.

• Convert brand voice into tone guidelines, UX writing standards, and documentation style guides.

• Define and advance content architecture in alignment with user needs and product organization.

• Create a content roadmap linked to the product roadmap and sprint cycles.

• Establish content operations that include workflow, tools, governance, and contribution guidelines.

• Utilize analytics and search data to assess content performance and promote iteration.

• Craft microcopy and UI text, including error messages, tooltips, empty states, and onboarding flows in Figma.

• Produce UI copy that reduces friction, thereby minimizing the need for complex support documentation.

• Champion UX copy quality during design reviews, identifying issues with labels, flows, and user-facing language.

⛳️ Requirements

• Over 5 years of experience in technical writing and content strategy within SaaS or platform environments.

• Practical experience with Zendesk in creating, organizing, and maintaining help center content.

• Familiarity with Pendo or similar platforms for in-app guidance.

• Proven experience in content/brand audits with clear methodology and the ability to present to stakeholders.

• Capability to deliver a comprehensive content strategy from research to execution and measurement.

• Outstanding writing skills across technical, UX, and user-facing contexts.

• Experience with Figma and contributing to UX copy in design workflows.

• Proficiency with AI-assisted writing tools for documentation and UX copy.

• Comfortable with HTML and CSS; familiarity with JavaScript is a plus.

• Data literacy with the ability to extract insights from analytics tools.

• Strong ability to work independently with proactive communication in a remote setting.

• Dedication to writing quality, including a preference for the Oxford comma.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible working hours and remote work options.

• Opportunities for professional development and continuous learning.

• A supportive and inclusive company culture.